Assistant Director Customer Service and Transformation - Surrey
4Recruitment Services
- Weybridge, Surrey
- £800 per day
- Contract
- Full-time
- Delivering a joined-up customer journey with a focus on listening, better information, effortless interactions, and swift resolutions
- Developing accessible services designed around customer needs, using intelligent automation and technology, adopting a preventative and proactive approach.
- Creating inclusive approaches, ensuring our self-serve experience connects customers to the right assistance and support at the right time.
- Streamlining processes to provide an easier, more convenient service, with the option to speak to someone if needed.
- Building customer trust, confidence, and delight
- Reducing cost and maximising efficiency and effectiveness
- Substantial and robust senior management experience in a large and complex customer services business environment.
- Demonstrable experience of leading large scale change activity with a focus on understanding, managing and exceeding customer expectations.
- Demonstrable awareness of the operating context and issues facing local government and the wider economy as well as within the designated functional areas.
- Substantial knowledge of policy, practice and delivery in the services covered by the Customer Experience functions.
- Ability to demonstrate personal resilience and determination in overcoming challenges and obstacles to deliver exceptional results.
- Demonstrable experience as an exemplary people leader able to provide visible and dynamic leadership and embed a culture of performance excellence and accountability.
- Credibility and an authoritative and influential approach, able to collaborate across service and organisational boundaries to drive innovation.
- Politically astute at the highest level and able to work and deliver complex policy areas in a political environment. Other requirements
- Politically restricted officer post.
- On call - be available if required to maintain key service delivery and in the event of a serious incident.